Customer Centricity

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Using NPS to measure digital success

For the foreseeable future, Net Promoter Scores (NPS) will continue as a critical benchmark of operators’ success regarding customer centricity and digital transformation. Our report has gleaned details of NPS scores and usage.

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Digital business: Visionaries, utilities and wannabes

Not all CSPs share the same ambitions when it comes to digital transformation, and they won’t all embrace the same business models. It is possible for a CSP to be innovative, for example, yet be content with a traditional telco business model.

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How digital are customers’ interactions with telcos?

The short answer for most is not digital enough. From Alibaba to Uber, customers’ appreciation of simplicity, speed, convenience and the best prices has fueled the fastest-growing and most valuable businesses in history. Legacy aside, telcos are failing to meet many customers’ expectation because they misunderstand them.

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